Customer Escalation Project Manager - High-Impact Tech

Record UK Ltd; New Haven, Northern (CT, KY); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Annual Bonus

Tuition reimbursement

401k with match

Generous holiday schedule

Employee pricing and discounts

Job summary

ASSA ABLOY Group is seeking a Customer Escalation Project Manager to lead high-priority customer escalations in Electronic Access Control. This on-site role is based in New Haven, CT, reporting to the AEH Program Management Office.

You’ll drive incident responses across cross-functional teams and ensure rapid, transparent communication with customers. You will partner with engineering, testing, field service, and support teams to manage investigations, remediation actions, and delivery of

Qualifications

• Bachelor's degree in Computer Science, Engineering or a related technical discipline.
• 3–5 years of progressive experience in engineering, technical support, project management, or related technical disciplines.
• Ability to lead cross-functional teams, assign actions, establish priorities, and escalate risks without direct management authority.

Responsibilities

• Manage high-priority customer escalation response activities and coordinate cross-functional teams from issue identification through resolution.
• Oversee investigation, root cause analysis, validation, deployment, and recovery activities with technical and field teams.
• Maintain project plans, manage risks and dependencies, and communicate with customers and stakeholders in high-pressure situations.

Skills

Cross-functional leadership

Stakeholder communication

Project management

Travel flexibility

Education

Bachelor's degree in Computer Science, Engineering or related technical field

Tools

Jira

Confluence

Microsoft Project

Excel

PowerPoint

Job description

ASSA ABLOY Group is seeking a Customer Escalation Project Manager to lead high-priority customer escalations in Electronic Access Control. This on-site role is based in New Haven, CT, reporting to the AEH Program Management Office.

You’ll drive incident responses across cross-functional teams and ensure rapid, transparent communication with customers. You will partner with engineering, testing, field service, and support teams to manage investigations, remediation actions, and delivery of